Alisha Posted August 12, 2019 Share Posted August 12, 2019 Hello, Is it possible to disable comments when a request is in a 'Closed' state? If not, please may I request this as an enhancement? Many thanks, Alisha 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 12, 2019 Share Posted August 12, 2019 Hi Alisha, I just wanted to confirm if this is the locking of the Update Action to prevent new posts from being manually added to the timeline, or do you need the comments against the posts in the Timeline also locked out? Link to comment Share on other sites More sharing options...
HHH Posted August 13, 2019 Share Posted August 13, 2019 For us it's both since we have seen a tendency for some customers to comment on closed tickets. So +1 from us for this request. 1 Link to comment Share on other sites More sharing options...
Jeremy Posted August 13, 2019 Share Posted August 13, 2019 +1 from us too, to prevent updates being applied to closed requests especially via the portal. 1 Link to comment Share on other sites More sharing options...
Alisha Posted August 13, 2019 Author Share Posted August 13, 2019 Hi @James Ainsworth, Customers can still add a comment via the portal even though the request is closed. We would like this option disabled if possible, please. Many thanks, Alisha Link to comment Share on other sites More sharing options...
HGrigsby Posted August 15, 2019 Share Posted August 15, 2019 +1 for us too 1 Link to comment Share on other sites More sharing options...
Alisha Posted January 20, 2020 Author Share Posted January 20, 2020 Hi @James Ainsworth, Do you have an update on this, please? We would like to have the option to disable comments when a request is closed so that customers don't raise anything new that way. Comments here could also easily be missed. Many thanks, Alisha 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted January 20, 2020 Share Posted January 20, 2020 + 1 for us as well. 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 20, 2020 Share Posted January 20, 2020 This change is still in our backlog. I've reviewed the requirement and to start with we will look to only make the Timeline read-only on the portals once the request is closed. It will also be a single setting for all requests. More options can be added in the future, but to speed up the availability of this I've limited the functionality that this particular change will provide. It still needs to be scheduled, but I will provide an update closer to it being available. Regards, James 2 1 Link to comment Share on other sites More sharing options...
Frank Reay Posted January 31, 2020 Share Posted January 31, 2020 +1 for us Link to comment Share on other sites More sharing options...
lomixture Posted January 31, 2020 Share Posted January 31, 2020 +1 - sounds useful! Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 3, 2020 Share Posted June 3, 2020 I wanted to let you know that the ability to make a closed request "Read Only" to customers on the Customer Portal and the Employee Portal is now available as of Service Manager Build 1919. These settings will make the timeline in a request read only so that a customer cannot continue to update or add comments to an existing post within the Timeline. The closed request will only be available for reference. Customer Portal Setting: guest.servicemanager.portal.requests.readOnlyClosedRequests Employee Portal Setting: servicemanager.portal.requests.readOnlyClosedRequests I hope this helps. Regards, James 1 Link to comment Share on other sites More sharing options...
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